• CoBrowse
  • Virtual


    This one-day course will help you to develop an integrated CRM strategy and framework for your business. At the end of the course, you’ll have a draft plan to take back to the office. You will learn how to:

    1. Attract and retain profitable customers cost-effectively
    2. Segment and target the right customers with the right message
    3. Predict which customers are most likely to respond 
    4. Develop engaging customer propositions based on customer insight

    Throughout the day, you will work on a case study scenario to practice the skills and apply the learning to a real-life situation from your business.


    Who should attend?

    If you want to find ways to develop an effective CRM programme this course is for you. You’ll already understand the basics of marketing, but you’re looking for ideas on how to understand your customers better, build more relevant propositions and prioritise who to talk to. You may be in a CRM role or a more general marketing role, where you need to use data to drive more effective marketing communications.

    Learning outcomes

    • Plan and build an effective CRM strategy
    • Develop a customer-centric relationship plan
    • Segment your customers into groups and develop propositions
    • Use predictive modelling techniques to decide who to target
    • Develop customer insights based on customer needs and behaviours
    • Learn how to measure and test campaign performance
    • Understand the options for using technology and automation in CRM


    “The course was great and Nick was an incredible director. Very knowledgeable and personable.”

    Mark Stringfellow Digital and Social Media Lead The University of Sheffield AMRC

    Course Dates

    Start Date Duration Location
    02 Sep 2024 1d Virtual
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    26 Nov 2024 1d Virtual
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    15% off courses

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    Ends August 15 T&Cs.

    Course Director

    Nick Baggott

    Nick Baggott FCIM FIDM has been a CIM Course Director for CRM & Digital for 8 years. He is MD of Navigate Consulting Ltd & works globally with clients like Google, Avon, EY, BP and Vodafone. He was formerly Group Client Service Director at Chemistry, a specialist CRM focused agency. Nick regularly advises clients on CRM strategy and helps them to build their CRM road maps.

    Virtual delivery

    Our virtual delivery format is designed to deliver engaging and interactive experience using short bursts of content delivery, group breakouts, interactive polls, multimedia case histories and how-to-do workshops.

    Do you have a question?

    If you have a question about this course then please use the form below, use the web chat facility on the right of this page, or speak to one of our Learning Advisors at +44 (0)1628 427360.


    Are these courses for you?

    If so please continue to add any extra courses to your cart or check out.

    Want to purchase courses for multiple people or have any other training requirements?
    Call us on 01628 427360
    Email us at training@cim.co.uk
    or click on the 'Need Help' icon that has appeared to the right.